Return and Refund Policy

This policy is designed to ensure you are fully satisfied with your purchase while complying with Australian Consumer Law (ACL) regarding food and perishable items.

1. Our Guarantee

We take pride in hand-crafting and carefully packaging every cake and dessert mix. We guarantee that all our products are of acceptable quality, fit for their intended purpose, and match the description provided on our website.

2. General Returns and Refunds

As our products are food items/consumables, we are generally unable to accept returns or offer refunds for a simple "change of mind."

However, if you receive a product that is:

Damaged or Faulty: The packaging is damaged, torn, or the product is otherwise compromised.
Significantly Not as Described: The product received does not match the product listed on your order.
Incorrect Product: You received a different flavour or item than the one you ordered.

...we will gladly offer a refund or replacement in accordance with your rights under the Australian Consumer Law.

3. Reporting a Problem (Damaged/Incorrect Item)

If your order arrives damaged or incorrect, please follow these steps:

Contact Us Immediately: You must notify the Story Book Cakes team within 48 hours of receiving your order via email at [Insert your Customer Service Email Here, e.g., admin@storybookcakes.com.au].
Provide Proof: To help us quickly assess and resolve the issue, please include the following in your email:
- Your Order Number
- A brief description of the issue.
- Photographic evidence clearly showing the damage to the packaging and/or product, or the incorrect item received.
Resolution: Once we verify the fault or damage, we will offer you a full refund (including any shipping costs paid) or send a replacement product at no extra charge. We may ask you to safely dispose of the damaged item rather than return it.

4. Returns Process (If required)

In the rare event we require the faulty item to be returned:

We will provide you with a pre-paid shipping label via email.
The item must be returned to us within 14 days of receiving the return label.
The refund or replacement will be processed once we receive and inspect the returned item.

5. Delayed or Lost Parcels

Once your order leaves our premises, delivery times are outside of our direct control. We provide tracking information with every order.

If your tracking shows a significant delay (more than 7 business days past the estimated delivery date) or if the parcel is lost, please contact us.
We will launch an investigation with the relevant courier (Australia Post, etc.).
If the courier confirms the parcel is lost, we will send a replacement order or process a full refund.

6. Contact Information